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Operata Operata

Operata for Amazon Connect

Customer and agent experience management built for Connect

The simplicity and power of Amazon Connect works across a dynamic operating environment to connect customers and agents.

With multiple providers, network types, security, operating systems, browsers, software, headsets and more, the pace of change is constant. Monitoring, testing and optimising this new world is critical to the successful delivery and ongoing quality of your Amazon Connect contact centre.

That’s why there is Operata. Operata is the only end-to-end experience management platform developed specifically for Amazon Connect. Operata gathers information in four areas to provide the insights needed to identify issues and take the best action.

  • 1 Continuous collection of network metrics from the Agent's softphone, including network type, latency, jitter, packet loss and synthetic MOS.
  • 2 Agent subjective feedback on call quality.
  • 3 Compare audio at multiple points on the call path using the latest ITU standard (POLQA).
  • 4 Baseline network performance of Amazon Connect independently of your environment.
  • Operata brings all these data sources together, uses AI powered algorithms to analyse, pinpoint issues and trigger business defined workflow actions. It’s built for agents in contact centres, home workers, contact centre managers and the IT teams that support them.

    Darren Baker

    Network Engineering & Planning - Senior Lead, Telstra.
    “Operata proved to be a highly valuable toolset in measuring the performance of our pilot program with Amazon Connect at both a network level and end-to-end - providing key metrics as to the customer and agent experience."

    Operata is a simple to deploy SaaS service, available globally — wherever Amazon Connect is.

    How it Works

    Operata continuously collects audio performance data, learns then acts to improve quality.

    Collect - Gathers data from four independent data points to give the best possible performance insight.

    Learn - Data is processed and interpreted in real time, measuring and learning to improve.

    Act - Operata takes action – making decisions, enacting workflows, running tests, recommending solutions and triggering events, including invoking Operata Apps.

    Operata chats to the Agent, notifying resolutions and verifying fixes via qualitative & quantitative data collection.

    Key Benefits

    Deploy with complete confidence

    Launch with the knowledge your environment is performant and that the impact of future change is mitigated.

    Speed time-to-value for your Connect investment

    With detailed real time performance data, CX teams can understand and manage potential issues sooner and ensure high quality end-to-end delivery.

    Happy customers, great conversations

    Continuously sample all customer calls. Capture every call, measure audio quality and key metrics to map service performance trends over time.

    Drive positive NPS & CSAT

    Capture agent feedback and test data at the call level. Identify specific root causes and communicate proactively to increase the quality of customer experience.

    Benchmark and optimise end-to-end performance

    Measure & monitor service network providers quality at site-level. Gain full insights to resolve issues across the end-to-end operating environment.

    Enhance Agent Experience and CX

    Know exactly what your customers are experiencing. Measure actual performance by combining objective testing using POLQA, synthetic tests and subjective agent scoring.

    AIOps visualisations for IT teams

    Access powerful dashboards, gain knowledge of your service performance, understand vendor quality across networks and cloud investments.

    Built for continuous deployment

    Fully programmable, Operata supports DevOps best practice by monitoring the impact of change and driving continuous improvement.

    AWS Select Technology Partner

    Operata partnership with AWS ensures our customers experience a simple, rapid deployment anywhere Amazon Connect is.

    Let's start Operating.

    Find out more from one of our friendly Operatas.